Southwest Airlines. Christine Dao Katrina Elicagaray Kimberly Tran April Weir. Airline Regulation. 1938 Civil Aeronautics Act Civil Aeronautics Authority (CAA) Its Mission. The Beginning…. Founded in 1967 Founders were Rollin King, John Parker and Herb Kelleher. DAL. HOUSTON.
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Herb Kelleher – Chairman of the Board and Chairman of the Executive Committee
Jim Parker – Vice Chairman of the Board and CEO
Colleen Barrett – President, COO, and Corporate Secretary
Stock % Change Since 9/11*
*As of Thursday, Sept. 5, 2002. **Excludes all charges.Source: Company reports, Baseline, TSC Research
“Southwest people believe that customer service involves more than an objective understanding of the customer’s need. It also means, …, “being attentive to the person behind the need, and responding to the person more than just responding to the need.” NUTS! Southwest Airlines’ Crazy Recipe for Business and Personal Success by Freiberg & Freiberg
Best on-time service + Best baggage handling + Best customer Service = Triple Crown Award
5 Years Straight